Case Study: John Lewis Partnership streamlines its head office move with Equal Experts’ AI-powered Drummie chatbot

John Lewis Partnership answers 291 relocation questions in seconds with Equal Experts

The John Lewis Partnership, a major UK retailer, faced a significant challenge in managing the complex information overload and staff enquiries surrounding its head office relocation. Their internal communications process was unsustainable. To address this, they engaged vendor Equal Experts to develop an AI-driven solution using machine learning operations (MLOps) and Google Vertex's large language model capabilities.

Equal Experts implemented "Drummie," a bespoke AI-powered chatbot that provided Partners with instant, accurate answers about the move via Google Chat. The solution utilized Retrieval-Augmented Generation (RAG) to integrate external knowledge sources. The results were highly successful, achieving over 90% adoption within a week and answering 291 questions, with 95% of queries resolved in seconds. This greatly reduced stress and streamlined communications, generating significant new demand for generative AI solutions across the business.

John Lewis Partnership